

TI Support Tech (452447) POST NUMBER: 452588
DETAILS
Location: Plano, TX 75093 (onsite 5-days per week)
Position Type: 6M C2H
Hourly / Salary: to $75K
JOB SUMMARY
Vaco Technology is currently seeking a TI/TII Support Tech for a 6M C2H opportunity that is located in Plano, TX 75093 (onsite 5-days per week). The TI/TII Support Tech will serve as the first point of contact for all incoming technical support requests across a growing footprint of U.S.-based retail / storage locations. The TI/TII Support Tech will provide frontline troubleshooting and Tier 1 resolution, escalate higher-complexity issues to onsite Tier 2 staff, and support end-user access, endpoint management, and basic infrastructure diagnostics. The TI/TII Support Tech will work onsite alongside a Tier 2 resource to stabilize and scale IT operations during a period of rapid business expansion (200 locations expected over the next 1–2 years). The TI/TII Support Tech must have strong Windows 11 / MacOS troubleshooting skills, customer-facing support experience, and working knowledge of M365, identity management tools, remote support utilities, and ticketing systems. Additionally, TI/ TII Support Techs with experience supporting Cisco Meraki, ISP triage, camera/security system basics (Rhombus / NVR), and vendor coordination is strongly preferred but not required.
- Service Desk Operations – Act as First Point of Contact for All Support Requests (Phone / Email / Walk-Up) | Provide First-Contact Resolution | Accurately Log / Track Incidents | Escalate Tier 2 Issues to Onsite Lead | Maintain End-User Satisfaction / SLAs
- Endpoint Support – Troubleshoot Windows 11 / MacOS Desktops and Laptops | Assist with Remote Access / VPN Issues | Configure iOS / M4A Mobile Devices | Support Endpoint Imaging / Software Installations / Device Provisioning
- User Access Management – Provision / Deprovision Azure AD Accounts | Manage Group Memberships / Mailboxes / Permissions | Perform Access Reviews / Troubleshoot Login Issues
- Networking / ISP Support – Assist / Resolve Local / Remote ISP Connectivity Issues | Coordinate with Vendors for Internet / Circuit / Equipment Problems | Support Initial Configuration / Monitoring of Cisco Meraki Devices
- A/V & Security Device Support – Provide Tier 1 Support for Rhombus Cameras, NVR Systems, and Access Gate Equipment | Perform Basic Troubleshooting | Escalate Hardware Issues
- Toolset / Platforms – Work Within Halo / JIRA for Ticketing and Incident Management | Leverage InTune / ScreenConnect for Remote Support / Policy Deployment | Utilize SharePoint / OneDrive / Teams for Documentation / Communication
- End-User Support – Walk Non-Technical Users Through Step-by-Step Issue Resolution | Provide White-Glove Support to Clinical / Operational Staff | Ensure Positive End-User Experience Across Remote / Local Locations
- Growth / Expansion Support – Support Onboarding of New Retail Locations | Assist in Device Setup / Provisioning / Connectivity During Site Launches | Standardize IT Ops Across a Distributed National Footprint
JOB REQUIREMENTS
- OS / Desktop Support – Windows 11 / MacOS | Enterprise-Level Desktop Support
- Endpoint / Mobile Device Support – iPhone iOS / M4A Devices / General Mobile Device Support / Meeting Room A/V Equipment setup and troubleshooting.
- Collaboration / Productivity Tools – MS Teams / O365 / SharePoint / OneDrive (file sharing / communication / document collaboration)
- Account / Identity Management – Azure / AAD / Entra ID | User Account Provisioning / Authentication / Access Control
- Endpoint Management – InTune / Automate / Screen Connect | Device Provisioning / Policy Enforcement / Software Deployment / Remote Support
- Ticketing / Workflow Systems – Halo / JIRA | Incident Tracking / Documentation / Resolution Workflows / Escalation Management
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.